Hotels, Tourism & Catering
Facing up to the challenges and changes in the tourism and catering sector
In a sector marked by post-Covid upheavals, unstable tourist flows, pressure on margins and changing expectations, Vertone is helping players in the tourism, hotel and catering sectors to transform their businesses.
Our approach is based on a detailed reading of data to reveal performance levers, capture weak signals and guide strategic and operational decisions, in an environment where every interaction, every trip and every stay enriches an often under-exploited pool of data.
By harnessing the levers of digital innovation, operational excellence and personalized customer experience, we help our customers to enhance their appeal, build loyalty among their audiences and build solid growth, in the service of more resilient, more responsible and more desirable hospitality.
The tourism and catering sector in the throes of reinvention
The tourism, hotel and catering sector is undergoing a profound transformation, driven by more demanding, more mobile customers who are more attentive to the quality of the experience on offer.
The most affluent travelers, who are growing fast (+28% HNWI expected in the U.S. and +33% in Asia by 2026), are looking for memorable, ultra-personalized and, for some of them, sustainable stays, and 45% plan to increase their eco-responsible travel.
At the same time, customer journeys have become non-linear, omni-channel and difficult to predict, requiring the ability to deliver coherent, contextualized and accessible information at every point of contact. While OTAs remain dominant (43% of online hotel revenues in Europe via Booking.com), direct sales are on the rise.
In this context, combining service excellence, channel mastery and differentiation becomes essential to capture more volatile, but also more committed, customers.
Our solutions to sustainably transform the tourism and foodservice experience
Conquering new markets and strategic segments
Vertone helps its customers define their market strategy and explore new models for sustainable growth. We identify diversification opportunities by capitalizing on existing assets (customers, locations, know-how, activities) to generate new sources of revenue.
The value proposition is reworked to address new segments, develop new markets and strengthen appeal, particularly with BtoB customers and internal stakeholders (hoteliers, owners, etc.). We also help structure ambitious partnership strategies, conceived as genuine differentiation levers and brand assets.
Deploy CRM and loyalty systems tailored to customer value
We can help you redefine your loyalty strategy in a context of fragmented customer paths and increased customer volatility. We design relational programs centered on the customer experience, designed to strengthen commitment and encourage repeat business through a direct relationship approach.
Our approach enables us to optimize the allocation of generosity by targeting high-potential customers, thanks to a detailed analysis of their value over time and the integration of acquisition costs. We also help our customers to meet the specific expectations of HNWI and UHNWI customers, by developing tailor-made schemes that meet their requirements in terms of personalization, recognition and exclusive services.
Optimize the omnichannel customer experience to boost engagement and conversion
Vertone supports its customers in optimizing the customer experience across the entire customer journey. We reinforce the personalization of omnichannel interactions and content, in line with business challenges, with a particular focus on the stages between booking and consumption, key moments for establishing a lasting relationship.
Digital technology is mobilized as a lever for improving onsite processes, in order to systematically resolve irritants on both the customer and employee sides, in a spirit of symmetry of attention.
Finally, we integrate AI-induced transformations into the search experience and the enhancement of the offering, taking into account evolving uses, expectations and conversion levers.
Strengthening distribution models to combine acquisition and retention
We'll help you optimize your distribution models, taking into account audience crossroads, target profiles and market dynamics, especially internationally.
We help structure a balanced distribution ecosystem, reconciling new customer acquisition and loyalty, while reducing dependence on platforms. This involves strengthening direct channels, but also optimizing referencing with partners. This approach makes it possible to secure margins, strengthen customer relations and steer sales performance in competitive environments.
Making a success of responsible digital transformation
Vertone supports its customers in the design and deployment of their transformation plans, integrating cultural, business and CSR dimensions. We help structure a mobilizing narrative around the transformation (evolution of offerings, tools, practices) and implement change management and training programs, both at head office and on site.
We also support the definition and deployment of ambitious CSR policies, reconciling economic performance with a reduction in environmental impact, particularly in relation to transport. Last but not least, we explore the levers of territorial anchoring (local economic models, enhancement of tangible and intangible heritage) to meet new societal expectations and the declining purchasing power of holidaymakers.
Focus on ...
Further information
Case studies
Insights
Do you have a project in mind?
Contact us now for more information!
